a) Using an example, describe how improvements in behaviour and performance may impact organizational performance through vertical transfer of training.?b) Is it possible to have horizontal transfer yet organizational effectiveness does not improve? Explain.

a) Students may use many possible examples to demonstrate vertical transfer. The following is simply one example. Company ABC launches a new company-wide training program designed to improve customer service levels at their retail stores. After training, it becomes obvious that staff have increased their level of concern for satisfying customers' needs (behaviour). Furthermore, when surveyed, customer satisfaction rating scores have on average increased by 10% (organizational performance).
b) Yes. Horizontal transfer is a necessary but not sufficient condition for vertical transfer to happen, as vertical transfer is the link between individual performance and behaviour improvements and organizational effectiveness. The reason is that many other variables impact organizational effectiveness.